Technical Support Specialist

🕒 September 17

🇺🇸 United States – Remote

💵 $18 - $29 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vector Security

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1970

🔐 Security

👥 B2C

🤝 B2B

💰 $450M Debt Financing on 2019-06

Security • B2C • B2B

Vector Security is a provider of residential and commercial security solutions that designs, installs, and monitors alarm systems, video surveillance, smart-home automation, and fire & life-safety systems. The company offers professional installation, 24/7 monitoring, mobile app control, and local branch support for homeowners and businesses, plus managed network and physical security services. With decades of experience, Vector Security serves both individual consumers and regional/national commercial customers.

📋 Description

• Provide higher-level technical support to customers across phone, email, chat, social media, and SMS in an omnichannel and AI environment • Switch between communication channels during a single interaction when needed • Answer customer questions, make account updates, and resolve customer concerns • Escalate calls to technical support or schedule service visits when necessary • Accurately document all customer interactions in the business application • Troubleshoot equipment issues and determine appropriate resolutions • Assist customers with Do It with Me setup and troubleshooting • Apply knowledge of computer software, hardware, and procedures to solve problems • Guide users through diagnostic and troubleshooting processes using diagnostic tools, software, or verbal instructions • Collaborate with team members to research and resolve problems • Schedule follow-up on-site service appointments only when necessary • Create new accounts in Alarm.com following established guidelines • Receive, open, process, and close auto-generated service-related cases • Maintain knowledge of technology innovations and trends • Attend training on new company technology

🎯 Requirements

• High School diploma or equivalent • 2 - 3 years of relevant technical support experience • Able to understand business processes and follow instructions • Strong verbal and written communication skills • Empathy and patience when dealing with irate or frustrated customers • Excellent spelling/grammar • Sound decision-making and accountability • Ability to manage multiple tasks with great attention to detail • Ability to meet all customer deadlines • Ability to resell the value of Vector Security to existing customers, including persuasion • Working knowledge of Microsoft Office Programs • Advanced technical ability to understand and explain necessary steps to customers • Complete ADC Technician Certification training within 90 days • Complete Point Central training to assist MDU customers • Able to obtain and maintain state licenses and technical certifications as needed to access customer accounts and resolve issues

🏖️ Benefits

• Medical, dental, and vision coverage • Company paid life and AD&D insurance • Company paid short- and long-term disability • FSA/HSA Plans • Voluntary benefit products • 401k retirement savings plan after just 60 days • Paid time off for vacation, sick and floating holidays • Tuition reimbursement • Growth opportunities • Competitive salary